CX Solutions: Four Critical Questions to Ask Before You Buy

CCaaS: The Benefits and Cost Savings

Recently, our partners at RingCentral did a deep dive with Forrester into their own CX solutions to understand the benefits and costs of making this investment. 

The compelling results illustrate the power of the right contact center solution. The report from Forrester found:  

• A 45% reduction in call-handling time with integrated RingCentral Contact Center and RingCentral MVP. 
• There was a 30% decrease in internal contact center and UCaaS IT support tickets and a 60% decrease in the time to close each ticket.  
• Time savings of 25% for contact center supervisors on monthly agent performance auditing processes.

Here are four key questions to explore when purchasing a CCaaS solution.  

#1. What Areas Can Positively Impact Revenue?

Whether you’re running an inbound or outbound contact center, revenue generation is always a priority. With the right CX strategy and solution, you’ll have the power to procure, deploy, manage, and monitor all communication systems and drive cost savings.  

One of the most significant ways CCaaS can positively impact revenue is by increasing overall cost efficiency. In considering a CX platform, you want to ensure you have the tools and features your organization needs to optimize resource allocation, streamline processes and automate key functions.  

For example, efficient routing and connecting customers to the right agent quickly helps reduce wait times and decrease customer frustrations from being in the wrong queue. Meanwhile, having a robust knowledge base can empower your agents to resolve issues on the first call. 

#2. Where Does the CX Journey Need Processes?  

Many CX solutions provide a standardized process for everything from data analytics and agent performance auditing to call handling.   

When evaluating potential CX platforms, you must consider where your organization needs standard processes that support the customer journey. The goal is to build CX best practices that support business goals. 

Case in point: Agent productivity is crucial in all contact centers. Standard processes that cover scripts, automation, and knowledge bases enable agents to do their job effectively.  

When your agents have accurate support, they can rely on these processes when handling calls. As agent productivity improves, customer satisfaction is likely to increase.   

#3. How Can a Solution Boost Decision-Making Capabilities?  

CX solutions provide insight into your operations by collecting and analyzing customer interaction data. With this data, you can identify trends and highlight customer pain points and possible opportunities for improvement.

When buying a CCaaS platform, consider what analytics and reporting are required to make quick adjustments. Monitoring your call queues or agent performance as it happens allows you to adjust as needed and meet those critical service levels.  

#4. How Can Technology Drive Higher Customer Satisfaction? 

Customer satisfaction is one of the most critical measurements of a contact center’s success. Happy customers are loyal customers, and they’re more likely to recommend your company. 

When assessing possible CCaaS vendors, it’s critical that you have an intimate understanding of your customer’s needs and wants. Then, that knowledge enables you to make strategic decisions about what features and tools are a must-have.  

Do your customers want self-service options? What are their preferred communication channels? How much flexibility do they expect?  

While those may seem like basic questions, they may be skipped over in favor of hyped-up features your potential clients may not even care about.  

The key is profoundly understanding your customer’s current and future preferences for engaging with your company and ensuring that whatever CX solution you implement is aligned.